Customer Satisfaction Policy

At LAL we strive to achieve complete customer satisfaction. However, as with most things in life, unforeseen problems can occur.

Making a complaint to LAL

If you have a complaint either with the school in general or with a service we provide, we would like to know about it. We will always treat your complaint seriously.

This is what you should do:

1. Tell us your complaint

Go to reception and explain that you have a complaint. The receptionist will ask you for your full name, and the main details of the issue. Or if you are on our Adult Courses, you can also send us your complaint via LAL Advantage.

2. We will answer as quickly as we can

We aim to answer you quickly and may be able to deal with the issue immediately. If we cannot do this, we will normally arrange a time and a place on the same day to listen and attempt to resolve the problem.

3. You can ask someone to help you

If your English level is not high, try to get help from someone who can speak for you.

4. Please give us time to investigate

Please give us time to investigate your complaint. We will always try to give you our response within 24 hours.

5. If you are unhappy with our response, we will involve a senior member of staff

If you are not happy with our response, please let us know and your problem will be discussed with the General Manager.

6. If you are still not happy, please contact your agent or our Chief Operating Officer

If you are still not happy, you should take the matter up with your agent, or address your concerns in writing to the Chief Operating Officer as detailed below:

Chief Operating Officer
LAL Language Centres Holding Ltd
2nd Floor, Twining House
43-57 London Road, London
TW1 3SZ, England
mark.cook@lalschools.com

Further Help

Please note that where you do not receive satisfaction from a school in England, you may also write to: Accreditation UK, 219 St John Street, London, EC1V 4LY

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